FW: Translation/localization of KBs

[Ruth Glaser <rglaser -at- DATAWORKSMPLS -dot- COM>]

Knowledge Base Writers (if you are one, you know it):
> We are a software development company that is just beginning to
> provide international support.
> My question has to do with updating and translating the on-line and
> web-enabled knowledge base (NOT the online help or product
> documentation. I'm referring to the support information contained in a
> knowledge base. If you work in this field, you know what I'm referring
> to; if you don't, I'm afraid it's a bit lengthy to explain, but you
> may get the gist of it from this email).
> All development and bug resolution, as well as most of the support, is
> currently done through the US office. All offices throughout the world
> share the same knowledge base, and that knowledge base is available to
> all customers (US and abroad) via the web.
Currently the documents are written in English by native-English
speakers in the US. The documents are not currently translated. However,
it's possible/probable that soon non-native English speakers will begin
authoring and updating documents, possibly writing in English or in
their native languages. Documents will need to be translated both ways:
from English to target languages, and, when authored by our European
counterparts, from non-English languages to English.
> Does anyone have experience managing knowledge bases with multiple
> document authors who author in multiple languages? Specifically I'm
> interested in how you manage the localization, translation, and
> synchronization of the documents when they come from multiple sources
> and are subject to change as rapidly as support knowledge base
> documents can.
I look forward to reading your insights.
Ruth


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